Service Designer

What will you be doing?

Day to day, you’ll be supporting our Claims Digital product development teams. You’ll be balancing qualitative and quantitative insights to advocate the needs of customers and the colleagues who support them. This role requires you to act as bridge between product, technical, process design, customer experience and the operational teams and to think about the bigger picture.

You will also be:

• Exposing and visualising internal systems for a large group of stakeholders and help the implementation of required tools to enable successful Service Design
• Supporting our multi skilled product and process design teams to map tasks, steps, journeys, services, systems and ecosystems and use these to turn insights into service improvement opportunities
• Extending experience maps to visualise the front and backstage elements of a journey to build a repository of service patterns
• Communicating complex ecosystems and processes across organisational boundaries and use this to build a shared understanding between the teams – and update WIP at wider team meetings
• Collaborating within multi-disciplined teams to solve complex problems across our ecosystems of services to deliver improved service outcomes and costed savings

What are we looking for?

• Demonstrable knowledge of Service Design principles with clear background of this work in practice
• Someone who can collaborate with user researchers and can represent users internally
• The ability to explain the difference between user needs and the desires of the user and champion user research to focus on everyone
• Some who can prioritise and define approaches to understand the user story and guide others in doings so
• The ability to offer recommendations on the best tools and methods to use
• Able to listen to the needs of technical and business stakeholders and host difficult conversations
• Ability to demonstrate responsiveness to changes in technology and able to adapt your approach accordingly